SkyePoint Decisions, Inc.

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Asst ITOC Watch Officer

Asst ITOC Watch Officer

Job Location 
Job Type 
Immediate Hire
Information Technology

More information about this job


SkyePoint Decisions, Inc. is seeking a highly motivated, team player to fill the role of Assistant ITOC Watch Officer, supporting the Department of State this person will provide support to the IT Operations Center (ITOC) to ensure monitoring, tracking, and documenting of Severity Level incidents and escalation of incidents affecting critical business functions. This opening is for the swing shift Tuesday through Saturday 3:00pm-11pm.


  • Monitor and track service impacting changes in the enterprise infrastructure.
  • Monitor Critical Sites for events or incidents that may adversely affect IRM services at that site.
  • Assists with coordinating IRM responses with other Department Operations Centers during crises and/or emergencies (evacuations, natural disasters, civil unrest, etc.)
  • Provides support to Watch Officers


  • Monitor network and server performance; assess potential problems with emphasis on designated Critical Sites
  • Networks, Applications, Hosting, Voice, and Security
  • Work with Service Operations team staff during the installation, upgrade, or decommissioning of infrastructure equipment or software to monitor and track potential impact to the enterprise
  • Monitors and analyzes critical incident alerts regarding outages or degradation in services affecting the enterprise using monitoring tools
  • NeuralStar
  • VmWare
  • System Center Operations Manager (SCOM)
  • Other Enterprise Available Tools
  • Assist with the development and maintenance of standard operation monitoring procedures
  • Provide in-depth analysis of network performance alerts on the messaging and management networks as well as associated servers and applications
  • Assist with Major Incident Severity Level calls (standing up conference calls, identifying appropriate service line resources, documenting a timeline of events)
  • Preparing, updating, and reporting Situational Awareness to the IT Operations Center Watch Officer
  • Monitoring planned and unplanned service impacting changes affecting the enterprise infrastructure.Coordinate with other Department Operations Centers and foreign posts during crises and/or emergencies reporting on health of network services across the enterprise
  • Perform daily check of all systems across the enterprise
  • Monitor planned and unplanned service impacting changes
  • Update a Daily Log of Change Requests throughout the Enterprise
  • Maintain monitoring of all Critical Sites/Posts
  • Prepare Critical Sites report documenting any issues, reporting or escalating as necessary
  • Perform Operations Checks of all Service Lines
  • Assist with preparation of Outage and Resolution Notifications for Severity Level Incidents, Advisory Notifications, Planned Outage Notifications, and updates to those outages
  • Assist with SharePoint Outage Tracker entries and updates
  • Assist with setting up conference bridges in support of Severity Level 1s and 2s and engaging appropriate resources
  • Maintain IT Enterprise Operations Remedy Queue
  • Perform various troubleshooting tasks as needed by Watch Officers
  • Check status of ITOC equipment functionality and send status to Watch Officer
  • Archiving of Daily Operations Report and Shift Change Log (Day Shift)
  • Perform trend analysis reports as requested
  • Check on the status of Critical Site Tickets and close if possible
  • Check on the status of Prolonged/Multiple Transfers of Tickets and close if possible
  • Create Ad Hoc Reports as requested.


Required Education / Experience:

  • Bachelors’ Degree + 3-4 years working in a technical environment as it relates to IT issues
  • Associates Degree +5- 6 years
  • 8 Years IT Experience without Degree
  • Hold an ITIL and/or technical certification
  • Technical background and strong IT skills/knowledge in networking, exchange, or desktop support
  • Strong understanding of ITIL concepts
  • Proficient in word processing, spreadsheets, and desktop applications
  • Strong communication and interpersonal skills
  • Strong logic and analytical skills
  • Strong customer service skills and experience
  • Excellent oral and written communication skills
  • Proven ability to multi-task, prioritize, and attention to detail in a fast-paced environment
  • Excellent organizational skills
  • Basic knowledge of BMC Remedy, System Center Operations Manager (SCOM) or other IT Service Management System
  • Must have a minimum of a SECRET clearance but be able to obtain a Top Secret (TS)


SkyePoint Decisions is an established ISO 9000:2008 certified small business headquartered in Dulles, Virginia, with local offices across the Washington, DC, metropolitan area. SkyePoint Decisions has grown into a successful federal contractor by combining industry best practices with innovative solutions that consistently meet or exceed customer requirements. We understand and integrate our customer’s technology and mission requirements to successfully deliver high quality, cost effective services on time and on budget.


SkyePoint Decisions empowers a secure dynamic workforce to complete any mission -- anytime, anywhere. It’s what we call Agency Anywhere®. SkyePoint Decisions delivers Agency Anywhere® by tightly integrating our technical competencies (cybersecurity, cloud services, remote access, collaboration, system & network optimization, device management and more) to provide our customer’s operating environments with the security, flexibility, availability, and operational continuity required to enable today’s on-the-go federal workforce to successfully and securely complete any mission – anytime, anywhere.


SkyePoint Decisions is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. U.S. Citizenship is required for most positions.